Certificate III in Business (BSB30110)
Qualification Description
This qualification reflects the role of individuals who apply a broad range of competencies in a varied work context using some discretion, judgement and relevant theoretical knowledge. They may provide technical advice and support to a team.
Job Roles
Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:
- Customer Service Advisor
- Data Entry Operator
- General Clerk
- Payroll Officer
- Typist
- Word Processing Operator.
Note: the minimum age of enrolment for this course is 18 years of age.
12 units are required for the qualification (1 core unit and 11 elective units):
1 core unit is:
BSBOHS301B (CORE) APPLY KNOWLEDGE OF OHS LEGISLATION IN THE WORKPLACE
This unit describes the performance outcomes, skills and knowledge required to apply understanding of the occupational health and safety (OHS) legal framework in the workplace. It includes determining relevant legislation and contributing to any actions to ensure compliance with OHS legislation, codes and standards is achieved.
- Determine the legal framework of OHS in the workplace
- Apply knowledge of OHS legislation, policies and procedures in the workplace
- Maintain knowledge of OHS legislation, industry and organisational requirements
11 Electives we have selected:
BSBCUS301A (ELECTIVE) DELIVER AND MONITOR A SERVICE TO CUSTOMERS
This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers.
- Identify customer needs.
- Deliver a service to customers.
- Monitor and report on service delivery.
BSBDIV301A (ELECTIVE) WORK EFFECTIVELY WITH DIVERSITY
This unit describes the performance outcomes, skills and knowledge required to recognise and interact productively with diversity in the workplace. It covers sensitive responses to, and interactions with, all manner of diversity that might be encountered during the course of work.
- Recognise individual differences and respond appropriately.
- Work effectively with individual differences.
BSBINM301A (ELECTIVE) ORGANISE WORKPLACE INFORMATION
This unit describes the performance outcomes, skills and knowledge required to gather, organise and apply workplace information in the context of an organisation\'s work processes and knowledge management systems.
- Collect and assess information.
- Organise information.
- Review information needs.
BSBINN301A (ELECTIVE) PROMOTE INNOVATION IN A TEAM ENVIRONMENT
This unit describes the performance outcomes, skills and knowledge required to be an effective and pro active member of an innovative team.
- Create opportunities to maximise innovation within the team.
- Organise and agree effective ways of working.
- Support and guide colleagues.
- Reflect on how the team is working.
BSBCMM301A (ELECTIVE) PROCESS CUSTOMER COMPLAINTS
This unit describes the performance outcomes, skills and knowledge required to handle formal and informal negative feedback and complaints from customers.
- Respond to complaints.
- Refer complaints.
- Exercise judgement to resolve customer service issues.
BSBPRO301A (ELECTIVE) RECOMMEND PRODUCTS AND SERVICES
This unit describes the performance outcomes, skills and knowledge required to provide advice and information within an organisation about the development and distribution of its products and services.
- Develop and maintain knowledge of products and services.
- Recommend products and services.
- Advise on promotional activities.
BSBWOR301A (ELECTIVE) ORGANISE PERSONAL WORK PRIORITIES AND DEVELOPMENT
This unit describes the performance outcomes, skills and knowledge required to organise own work schedules, to monitor and obtain feedback on work performance, and to maintain required levels of competence.
- Organise and complete own work schedule.
- Monitor own work performance.
- Coordinate personal skill development and learning.
BSBCUS401A (ELECTIVE) COORDINATE IMPLEMENTATION OF CUSTOMER SERVICE STRATEGIES
This unit describes the performance outcomes, skills and knowledge required to advise on, carry out and evaluate customer service strategies, including the design of improvement strategies based on feedback.
- Advise on customer service needs.
- Support implementation of customer service strategies.
- Evaluate and report on customer service.
BSBCUS403A (ELECTIVE) IMPLEMENT CUSTOMER SERVICE STANDARDS
This unit describes the performance outcomes, skills and knowledge required to contribute to quality customer service standards, and to support personnel to implement customer service standards and systems within the organisation.
- Contribute to quality customer service standards.
- Implement customer service systems.
- Implement team customer service standards.
BSBWOR203A (ELECTIVE) WORK EFFECTIVELY WITH OTHERS
This unit describes the performance outcomes, skills and knowledge required to work in a group environment promoting team commitment and cooperation, supporting team members and dealing effectively with issues, problems and conflict.
- Develop effective workplace relationships.
- Contribute to workgroup activities.
- Deal effectively with issues, problems and conflict.
BSBWRT301A (ELECTIVE) WRITE SIMPLE DOCUMENTS
This unit describes the performance outcomes, skills and knowledge required to plan, draft and review a basic document before writing the final version.
- Plan document.
- Draft document.
- Review document.
- Write final document.
